ITIL

Aji Aleyas

New York, NY

linkedin.com/in/ajialeyas • 516-***-**** • **********@*****.***

Customer focused IT Professional with 16+ years of experience in banking, insurance, financial services and management of IT Infrastructure managed services and operations. Proven track record of leading teams toward meeting objectives and exceeding customers’ expectations. Able to achieve breakthrough results through solid analytical and communication skills. Resolve complex technical issues related to business applications, while communicating solutions to business areas. Specialist in Incident - Problem Management, Business Application Support and Service Management seeks a senior position offering executive potential.

SUMMARY OF QUALIFICATIONS

Expertise in driving continuous IT improvements by initiating corrective actions through root cause analysis and the post-implementation review process

Proven ability to achieve cost savings through financial analysis and negotiation

Proficient in performance metrics for effective incident and problem management

Demonstrated excellence in utilizing executive management, IT, application support and problem solving skills in order to consistently deliver successful, on-time projects as well as ongoing process improvements in technology-dependent markets.

Leadership and Team Management/Incident Management/ Problem Management/ Change Management /Application Support/ Business Applications/ Strategic Analysis/DevOps/

Event Management/Project Management/ Vendor Management/ Customer Service/

Regulatory Compliance / Business Continuity and Disaster Recovery

PROFESSIONAL EXPERIENCE

Sr Director – Service Management (2019 – present) ADP, Roseland, NJ

Responsible for management and oversight of IT Service Management team - Major Incident Management/Change Management/Problem Management/Disaster Recovery - supporting a global foot print for ADP’s products and systems through a follow the sun model. Partnering with global teams to achieve KPIs. Responsible for the development and retention of 30 direct reports. Developing and maintaining strong and effective working relationships with various internal and external stakeholders and vendors.

Key Achievements:

Managing a global team to drive stability and resiliency improvements

Managed executive and outward communications with regards to critical incidents

Responsible for establishing process and procedures for ITSM workstreams

Leverage Problem Management process and Root Cause Analysis techniques / procedures in order to minimize adverse impact on incidents and problems on the business - identify recurring IT operational issues, determine root cause, develop and implement problem solutions to prevent recurrence of issues.

Leverage Change Management processes and procedures in order to minimize adverse impact on the business; integrate change management activities into the overall project plans and operational activities, identify performance gaps, and work to develop and implement corrective actions.

Identify potential risks and anticipated points of resistance for changes, and develop specific plans to mitigate or address the concerns

Conduct governance reviews with the business sponsors and other stakeholders to develop, enhance and enforce a plan for continuous service improvement.

Development and implementation of Service Now CSDM and ITSM workflows in progress currently.

VP of Application Support (2016 – 2019) Moodys Corporation, New York, NY

Highly skilled management of application support teams, management consultants, and business process analyses. Providing availability management services for critical incidents in the infrastructure space. Developed and implemented policies and procedures that improved incident management and service desk productivity. Dedicated to proactively resolving complex management and application problems. Utilize expertise in Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Maintain a culture that emphasizes strong client service and ongoing development of efficient work practices.

AVP of Application Support (2013 – 2016) Moodys Corporation, New York, NY

Excelled at the technical liaison between multidisciplinary operations teams, software engineers, and consumers of technology. Supplied critical operational insight to upcoming implementations and strategies. Validated ongoing and upcoming solutions and supportability of solutions. Exhibited expert ability to support multiple lines of business and applications of complex technologies on a worldwide level. Perform Root Cause Analysis review for outages of mission critical applications and systems. Solicit and document Lessons Learned as part of post-implementation review process. Drive and manage the implementation of Service Now tool for service improvement

Application Support Specialist (2009– 2013) Goldman Sachs(Infosys), New York, NY

Combined technical support and people management skills in order to increase understanding and productivity. Used strategic translation techniques that simplified technical language and streamlined communication pathways. Performed expert analysis, diagnosis, and problem resolution. Resolved and reduced recurring issues. Effectively managed offshore teams in Europe and Asia as well as vendors including SunGard and ION.

Team Lead/ Systems Engineer (2007 – 2009) Authoria Software Development Ltd., Bangalore

Led all troubleshooting and problem solving efforts for onsite and offsite projects. Excelled at emergency preparedness and disaster recovery testing. Maximized capabilities by studying applications and making recommendations for best practices. Applied proven techniques to condense and evaluate data. Coordinated the construction, maintenance, and expansion of organized computer systems. Excelled at incident management, production coordination, change management, and customer relationship management.

HelpDesk Engineer (2003 -2007) Hewlett Packard GDIC, Bangalore

EDUCATION AND TRAINING

Bachelor of Engineering in Electronics and Communications

Indian Engineering College, Tamil, Nadu

Certifications

MCDBA in SQL Server 2000

ITIL 4 Foundation 2022

ITIL Intermediate Certificate in IT Service Transition

TECHNICAL PROFICIENCIES

Platforms:

Windows, Unix, Java, SQL Server, Sybase, .Net

Software:

Hyperion, HP Open View, Remedy, Clear Quest, ServiceNow, Sungard Intellimatch, Nagios, ManageEngine, AutoSys, Splunk

REFERENCES Available upon request

Contact this candidate